ABSTRACT
The purpose of this study is to find the factor of service quality expected by a company that bases its operation on guest satisfaction from the customer’s perception through the strategy of a service encounter quality. Service encounter quality consists of professionalism, civility, friendliness, competence, helpfulness, and predictability. The study was conducted by a survey to 78 respondent covering business of full board meeting package used. They consist of people from corporate and government. The data were collected from proportionate systematic random sampling and techniques of data analysis and hypothesis testing by using path analysis. The results show that the variable of service encounter quality is a significant influence on the business demanding guest satisfaction. This is because the hotel Grand Zuri of BSD City prioritizes good service by setting a standard of service to all employees on how to behave when dealing with guests and ways of communication with guests. The hospitality, warmth, and friendship shown by employees in every service process can provide a positive influence and provide comfort to guests in the hotel environment.
